• Asia Marketing Journal
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• v.20 no.1
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• pp.1-21
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• 2018

An increasing number of studies have examined the effects of corporate social responsibility (CSR) activities on corporate financial performance (CFP) in the service industry. However, the extant literature does not provide comprehensive insights into the conditions on which the CSR-CFP link relies. In this study, firms' marketing communication capability (MCC) is introduced as an important contingency variable, which determines the effects of CSR on the corporate financial performance, in the context of restaurant businesses. Multiple year data on the spending of public restaurant chains on different media are collected, and MCC is subsequently measured using the data envelope analysis. Then, a test is conducted to prove whether MCC moderates the relationship between CSR and firm financial performance. The empirical results support the hypothesis that MCC strengthens the effect of CSR on CFP. Through the findings, this research provides several interesting and important implications to the literature and managers of service firms.

• East Asian Economic Review
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• v.28 no.2
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• pp.143-174
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• 2024

This paper empirically examines the relationship between outward foreign direct investment (OFDI) of Korean manufacturing firms and the servicification of domestic employment using a firm-level panel data. In this study, considering the issue of low productivity in the Korean service sector, we categorize service employment into core and non-core services and investigate their relationship with OFDI using the firm-fixed effects model. The empirical results show that the share of core service employment exhibits a positive correlation with the extensive OFDI. On the other hand, the share of non-core service employment, which is expected to generate relatively low value-added, does not show a significant relationship with the extensive OFDI. When we divide the samples based on host countries and the type of subsidiaries, the impact on servicification varies depending on the technological capabilities of host countries and their participation in global value chains. Our study suggests that Korean manufacturing firm's internationalization strategies may facilitate a transition from labor-intensive employment, like the cases in advanced countries, to technology-intensive employment through OFDI and other means.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.30 no.8B
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• pp.562-568
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• 2005

The content of this paper is concerned with the pricing decision model when the new telecommunication service enter into market. The pricing decision model of firm level is based on the problems of the previous service pricing model that are abstracted from the literature survey. We suggest a new pricing model and prove the model's fitness using the way of empirical simulation study. We empirically apply the proposed model to obtain the price level of such a new service as the convergence service between mobile communication service and broadcasting service. finally, we prove that the proposed model is successful because we get the new . service price based on the pricing decision model suggested in this paper.

• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• The Journal of the Korea institute of electronic communication sciences
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• v.6 no.5
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• pp.683-688
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• 2011

Korea-EU FTA, which came to an agreement in April of 2007, was resolved at the National Assembly in May of 2011, thereby having been concluded the ratification. As for the procedure of opening a market in legal service according to settlement and ratification of Korea-EU FTA, Step 1 is allowed the establishment of representative office(law firm with foreign-law consultation) at home by EU member countries' law firms. Step 2 is made available for law firm with foreign-law consultation to jointly handle and distribute profits as for a case that is mixed the domestic law firm and the domestic & foreign laws. Step 3 is allowed EU member countries' law firm to establish a joint venture with domestic law firm. This study researches into a change and influence upon legal service and forensic investigation according to Korea-EU FTA ratification. Also, it researches into position and prospect that digital forensic evidence, which possesses the majority of legal evidences, takes up in the middle of court-oriented trials. The prediction of influence in digital evidence as professional proof upon judgment will led to being capable of coping with the opening of legal service market and of wisely preparing for the advance to domestic market by law firm of Anglo-American Law.

• Journal of Distribution Research
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• v.17 no.1
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• pp.1-36
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• 2012

Service failure is one of the major reasons for customer defection. As the business environment gets tougher and more competitive, a single service failure might bring about fatal consequences to a service provider or a firm. Sometimes a failure won't end up with an unsatisfied customer's simple complaining but with a wide-spread animosity against the service provider or the firm, leading to a threat to the firm's survival itself in the society. Therefore, we are in need of comprehensive understandings of complainants' attitudes and behaviors toward service failures and firm's recovery efforts. Even though a failure itself couldn't be fixed completely, marketers should repair the mind and heart of unsatisfied customers, which can be regarded as an successful recovery strategy in the end. As the outcome of recovery efforts exerted by service providers or firms, recovery of the relationship between customer and service provider need to put on the top in the recovery goal list. With these motivations, the study investigates how service failure and recovery makes the changes in dynamics of fundamental elements of customer-firm relationship, such as customer affection, customer trust and loyalty intention by comparing two time points, before the service failure and after the recovery, focusing on the effects of recovery satisfaction and the failure severity. We adopted La & Choi (2012)'s framework for development of the research model that was based on the previous research stream like Yim et al. (2008) and Thomson et al. (2005). The pivotal background theories of the model are mainly from relationship marketing and social relationships of social psychology. For example, Love, Emotional attachment, Intimacy, and Equity theories regarding human relationships were reviewed. As the results, when recovery satisfaction is high, customer affection and customer trust that were established before the service failure are carried over to the future after the recovery. However, when recovery satisfaction is low, customer-firm relationship that had already established in the past are not carried over but broken up. Regardless of the degree of recovery satisfaction, once a failure occurs loyalty intention is not carried over to the future and the impact of customer trust on loyalty intention becomes stronger. Such changes imply that customers become more prudent and more risk-aversive than the time prior to service failure. The impact of severity of failure on customer affection and customer trust matters only when recovery satisfaction is low. When recovery satisfaction is high, customer affection and customer trust become severity-proof. Interestingly, regardless of the degree of recovery satisfaction, failure severity has a significant negative influence on loyalty intention. Loyalty intention is the most fragile target when a service failure occurs no matter how severe the failure criticality is. Consequently, the ultimate goal of service recovery should be the restoration of customer-firm relationship and recovery of customer trust should be the primary objective to accomplish for a successful recovery performance. Especially when failure severity is high, service recovery should be perceived highly satisfied by the complainants because failure severity matters more when recovery satisfaction is low. Marketers can implement recovery strategies to enhance emotional appeals as well as fair treatments since the both impacts of affection and trust on loyalty intention are significant. In the case of high severity of failure, recovery efforts should be exerted to overreach customer expectation, designed to directly repair customer trust and elaborately designed in the focus of customer-firm communications during the interactional recovery process to affect customer trust rebuilding indirectly. Because it is a longer and harder way to rebuild customer-firm relationship for high severity cases, low recovery satisfaction cannot guarantee customer retention. To prevent customer defection due to service failure of high severity, unexpected rewards as a recovery will be likely to be useful since those will lead to customer delight or customer gratitude toward the service firm. Based on the results of analyses, theoretical and managerial implications are presented. Limitations and future research ideas are also discussed.

• Journal of Distribution Research
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• v.3 no.1
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• pp.31-54
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• 1998

The purpose of this research is three-fold; 1, establish the causal model of market-orientation, customer satisfaction, employee satisfaction and firm's perfor-mance. 2. testify the hypothesis derived by the model on a service industry of fastfood franchise. 3. develop the diagnostic tool for managing the service firm from the perspective of CS. The results show us; 1. customer satisfaction increases the performance of franchise store. 2. employee satisfaction does not necessarily increases customer satisfaction in a short-run, however the long-run impact of employee satisfaction on customer satisfaction is conjectured to be increased. 3. Satisfaction Portfolio Analysis can be utilized as management tool to improve the customer satisfaction and employee satisfaction for service industry.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.7
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• pp.219-228
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• 2020

The purpose of this research is to examines the effect of the audit offer and simultaneous tax services from auditors on the firm value of clients. To test this hypothesis, we used the samples of the auditors' tax services selected from firms listed on the securities markets of Korea. We use the methodology of regression analysis. The major findings are as follows. First, TAX_SER has a positive relationship with the firm value. The knowledge and experience resulting from the offer of audit services are applied to the process of offering tax services to enhance the professionalism of audit and tax services. Second, the analysis was performed to determine if the type of tax services from auditors and the type of listed markets make any difference in the effect of TAX_SER1 on TQ; the study has revealed that only tax adjustment has a positive effect on TQ in the type of tax services. Depending on the type of listed markets, TAX_SER1 has been found to have a differential effect on the firm value. The results show that investors might decide to invest in those firms where the auditor could increase the firm value through audit and tax services.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.4
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• pp.63-79
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• 2011

In this research, we have investigated the impact of servitization on firm value focused on Fortune 500 company's alliance announcement. The Firms are categorized to understand the impact of servitization and productization. The data includes Fortune 500 companies (2009, USA). Samples used for the hypothesis tests consist of 1,057 American companies that are opened on NYSE and NASDAQ, for the years 1990 through 2010. We test four research hypotheses based upon the various theoretical perspectives in servitization. The market is selective in reacting to alliance category; service company ${\rightarrow}$ manufacturing company, service company ${\rightarrow}$ service company. The findings show that alliance is significant between service company and manufacturing company. Also, the result shows significant relationship inter-service company's alliance. We have a significant relationship between company's alliance announcement and the market value of firms and shows significant AR in financial performance. Finally, this study presents implications for manufacturing companies that pursue service-led expansion as a strategic approach and are seeking to improve market value through alliance, partnership and cooperation. Continual effort must be placed to sustain market value of the firms.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.50
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• pp.163-185
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• 2011

The purpose of this paper is to suggest competitiveness promotion factors of korean Parcel Express Service Industry. This study considered in terms of three competitiveness promotion factors which are a firm's subjective factors, a industrial environment factors, and a governmental policy factors. According to analysis results of the factors, a firm's subjective factors(4.07 score) are scored the most ones of competitiveness promotion factors of korean Parcel Express Service Industry, to be compared with a industrial environment factors(3.89 score), with a governmental policy factors(3.76 score). Therefore, first of all, korean Parcel Express Service firms have to promote competitiveness through as follows : (1) speedy meeting to customer's needs, (2) to promote customer service, to reduce delivery lead time, (3) to procure reliability of Parcel Express Service with customers mutually, (4) strategy of global Parcel Express Service.